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ServiceNow Mock Interview 8

This time I am interviewing a gentleman who is switching from a non-IT background to IT. So, he is a

  • fresher into ServiceNow
  • Switching into ServiceNow
  • Practicing things in ITIL
  • understand the basics of ServiceNow

So, in this interview, my motive is to check his foundation and basic knowledge. How he understands the functionality of ServiceNow and its components.

This will give him confidence and help him know his learning path going forward. Below is the complete interview, and then I have decoded the questions I have asked.

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Complete interview video

Provide your overview.

  • In this question, you have to provide a brief introduction
  • it includes your professional summary
  • what you did in past experience
  • what you are doing in your current company
  • list of ServiceNow modules you have worked on?
  • your professional achievement (if any)
  • Make sure to speak loud and clear
  • try not to repeat one thing too many times.
  • prepare your overview before interview and practice it well in advance

What did you do as a non-IT professional?

  • Make sure you know what you did as a non-IT professional.
  • how it was helping company and customers
  • if possible, find a relationship with ServiceNow or IT; such things shows your analytical ability and ability to grasp things

What is ServiceNow, and how is it helping the world?

  • As you are a fresher , expect this question from interviewer
  • make sure you know what, how and when of ServiceNow
  • such as “ServiceNow, Inc. is an American software company based in Santa Clara, California, that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.” I have taken this simple definition from Wikipedia and must understand each and every word.
  • Make sure you have simple examples of ServiceNow helping customers, such as
    • ServiceNow helps automate silo processes and optimise them
    • It makes communication easy, fast and interesting with customised notifications, AI-powered chat, generative AI, etc

What do you know about ITIL and ITSM?

  • Make sure you understand the basics of these two terms, there examples, and their differences as well.
FeatureITILITSM
DefinitionITIL is a framework of best practices for IT service management.ITSM refers to the entirety of activities—directed by policies, organised and structured in processes and supporting procedures—that are performed by an organisation to design, plan, deliver, operate, and control information technology (IT) services offered to customers.
ScopeITIL is a specific framework that outlines best practices for managing IT services.ITSM is a broader discipline that encompasses the overall management of IT services within an organisation.
FocusITIL focuses on providing a set of best practices and guidelines for various aspects of IT service management, including service strategy, design, transition, operation, and continual improvement.ITSM focuses on the entire lifecycle of IT services, from conception to retirement, and encompasses processes, people, and technology to deliver value to customers.
PurposeITIL aims to improve the efficiency and effectiveness of IT service management within an organisation by providing a structured approach to service delivery and support.ITSM aims to align IT services with the needs of the business, improve service quality, and enhance customer satisfaction through the effective management of IT resources and processes.
ComponentsITIL consists of a set of books that cover various aspects of IT service management, including service strategy, service design, service transition, service operation, and continual service improvement.ITSM includes a wide range of components, such as processes, functions, roles, tools, and technologies, that are used to manage IT services effectively.
AdoptionWorldwide, organisations have largely adopted ITIL as the de facto standard for best practices in IT service management.Organisations of all sizes and industries use ITSM to guarantee the provision of high-quality IT services to their clients and users.
RelationshipITIL is a specific framework that falls under the broader umbrella of IT service management.ITSM encompasses ITIL as well as other frameworks, methodologies, and standards that are used to manage IT services effectively.

What is the life cycle of a problem?

    +-------------------+
    | Detection/        |
    | Identification    |
    +-------------------+
              |
              v
    +-------------------+
    | Logging           |
    +-------------------+
              |
              v
    +-------------------+
    | Categorization    |
    | and Prioritization|
    +-------------------+
              |
              v
    +-------------------+
    | Investigation and |
    | Diagnosis         |
    +-------------------+
              |
              v
    +-------------------+
    | Root Cause        |
    | Analysis (RCA)    |
    +-------------------+
              |
              v
    +-------------------+
    | Resolution and    |
    | Workaround        |
    +-------------------+
              |
              v
    +-------------------+
    | Change Management |
    +-------------------+
              |
              v
    +-------------------+
    | Testing and       |
    | Validation        |
    +-------------------+
              |
              v
    +-------------------+
    | Implementation    |
    +-------------------+
              |
              v
    +-------------------+
    | Closure           |
    +-------------------+
              |
              v
    +-------------------+
    | Review and        |
    | Improvement       |
    +-------------------+

The lifecycle of a problem in IT Service Management (ITSM) typically follows a structured process to identify, analyze, and resolve issues that affect IT services. Below is a text diagram outlining the typical stages of the problem management lifecycle:

  1. Detection/Identification:
    • Problems are identified through various means, such as incident reports, monitoring tools, user feedback, or proactive analysis of recurring incidents.
  2. Logging:
    • Once a problem is detected, it is logged in the problem management system. This includes capturing details like the description of the problem, its impact on services, affected components, and any initial analysis.
  3. Categorization and Prioritization:
    • Problems are categorized based on their nature, impact, and urgency. They are prioritized according to their severity and potential business impact.
  4. Investigation and Diagnosis:
    • The problem is thoroughly investigated to determine its root cause. This involves analyzing incident patterns, examining related events, reviewing documentation, and collaborating with relevant stakeholders.
  5. Root Cause Analysis (RCA):
    • Root cause analysis is conducted to identify the underlying reasons for the problem. This may involve using techniques like the fishbone diagram, 5 Whys, or other problem-solving methodologies.
  6. Resolution and Workaround:
    • Once the root cause is identified, appropriate solutions are proposed to resolve the problem permanently. Meanwhile, temporary workarounds may be implemented to minimize the impact on services.
  7. Change Management:
    • If the resolution requires changes to IT infrastructure, applications, or processes, these changes are managed through the change management process to ensure they are properly evaluated, authorized, and implemented.
  8. Testing and Validation:
    • The proposed solution or workaround is tested in a controlled environment to ensure it effectively addresses the problem without causing adverse effects on other IT services or systems.
  9. Implementation:
    • Once the solution is validated, it is implemented in the production environment during a designated change window, following established change management procedures.
  10. Closure:
    • After the solution is implemented and verified, the problem record is updated to reflect the resolution details. The problem is then formally closed, and relevant stakeholders are notified.
  11. Review and Improvement:
    • Post-implementation reviews are conducted to assess the effectiveness of the problem resolution process and identify areas for improvement. Lessons learned are documented and used to enhance future problem management activities.

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What is the difference between reports and performance analytics?


Here’s a comparison table outlining the differences between ServiceNow reporting and performance analytics:

FeatureServiceNow ReportingPerformance Analytics
DefinitionServiceNow Reporting provides tools for generating static reports based on predefined data sets and criteria.Performance Analytics is a more advanced analytics tool in ServiceNow that allows for dynamic, real-time analysis of performance metrics and KPIs.
FunctionalityOffers basic reporting capabilities such as creating, scheduling, and distributing reports in various formats (e.g., PDF, CSV).Provides advanced analytics features including interactive dashboards, scorecards, trend analysis, and predictive analytics.
Data AggregationRelies on predefined data sources and aggregates data based on configured criteria and filters.Utilizes data from multiple sources within ServiceNow as well as external systems, and aggregates data in real-time for analysis.
Visualization OptionsProvides basic visualization options such as tables, charts, and graphs to represent data in reports.Offers a wide range of visualization options including interactive dashboards, scorecards, heat maps, and trend charts with drill-down capabilities.
CustomizationLimited customization options for report layouts and visualization styles.Highly customizable with options to create custom dashboards, reports, and KPIs tailored to specific business needs.
IntegrationIntegrates with various ServiceNow modules and data sources within the platform.Seamlessly integrates with ServiceNow modules, external databases, and third-party applications for comprehensive data analysis.
Real-Time AnalysisProvides static reports based on historical data and scheduled data refreshes.Enables real-time analysis of key performance indicators (KPIs) and metrics for immediate insights and decision-making.
Predictive AnalyticsDoes not support predictive analytics out of the box.Offers predictive analytics capabilities to forecast trends, identify potential issues, and make data-driven predictions.
UsageWidely used for generating standard operational reports and compliance reporting.Ideal for organizations seeking to gain deeper insights into their service performance, identify trends, and drive continuous improvement initiatives.

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